Customer Service

Are your customers “Happy Customers”?

More often than we’d like, Customers are spoiled for choice these days. With the growing number of brands and industries offering more than a specific range of products/ services, customers are often confused about what choice to make. This makes customer loyalty even more difficult. One complaint, and the customer not handled right – can lead to loss of the customer.

As a result, most outsourced brands/ organizations have now started adding a sentence to their script:

“Have I been able to resolve your concern? How much would you rate our services on a scale of 1 to 10, 10 being the highest?” This sort of an interaction can often get frustrating, if not asked in the right manner, tone of voice, volume, intonation and depending on the nature of query. The honest intent of this question can get lost in the script if the question is not asked in the appropriate way.

The question remains: Is there a better way to get meaningful insight, without making the customer uncomfortable?

Most organizations have automated their voice processes, using speech analytics – this helps in reducing costs and increasing probability of call quality. Perhaps the right way to go about gathering a customer survey for satisfaction would be an in-depth understanding of the customer mindset, and then complementing the surveys with speech analytics/ customer support contact centers.

Additionally, there could be times when a customer may not sound unhappy but they express dissatisfaction through their choice of words/ phrases or their tone. The apt combination of understanding customer psychology, with the use of technology and training can lead to happier customers and increased customer satisfaction.

Are your customers “Happy Customers”?

More often than we’d like, Customers are spoiled for choice these days. With the growing number of brands and industries offering more than a specific range of products/ services, customers are often confused about what choice to make. This makes customer loyalty even more difficult. One complaint, and the customer not handled right – can lead to loss of the customer.

As a result, most outsourced brands/ organizations have now started adding a sentence to their script:

“Have I been able to resolve your concern? How much would you rate our services on a scale of 1 to 10, 10 being the highest?”

This sort of an interaction can often get frustrating, if not asked in the right manner, tone of voice, volume, intonation and depending on the nature of query. The honest intent of this question can get lost in the script if the question is not asked in the appropriate way.

The question remains: Is there a better way to get meaningful insight, without making the customer uncomfortable?

Most organizations have automated their voice processes, using speech analytics – this helps in reducing costs and increasing probability of call quality. Perhaps the right way to go about gathering a customer survey for satisfaction would be an in-depth understanding of the customer mindset, and then complementing the surveys with speech analytics/ customer support contact centers.

Additionally, there could be times when a customer may not sound unhappy but they express dissatisfaction through their choice of words/ phrases or their tone. The apt combination of understanding customer psychology, with the use of technology and training can lead to happier customers and increased customer satisfaction.